Public Servants’ Competence and Citizens’ Level of Satisfaction on the Service Delivery: A Perspective-Based Analysis

AUTHOR(S)

ELARD JONATHAN FERNANDEZ ANGELICA ANN FABRE CECELIA BACSAL MARICAR TAPIRU LEO ARUGAY JR JACKIE BASS

ABSTRACT

—— As the public demands more efficient, transparent, and responsive governance, the competencies of frontline public servants come to define community satisfaction. Thus, in the case of Ormoc City, wherein urban development and post-pandemic recovery are still shaping, measuring links between public servant performance and citizen perception becomes relevant for improving services. The study aims to find out how competencies of public servants correlate with how residents perceive service delivery, particularly with the Philippine National Police (PNP), Bureau of Fire Protection, as well as Local Government Units (LGUs). Using a quantitativedescriptive research design, the study employed a validated Likert scale-based questionnaire administered to 120 public servants and 120 residents. A pilot test using Cronbach’s Alpha confirmed the instrument’s reliability. Data analysis utilized descriptive and inferential statistics, including frequency, mean, and Pearson correlation, to explore associations between competence and satisfaction. Findings indicate that public servants perceived themselves as highly competent, particularly in the areas of efficiency, communication, and ethical behavior. Residents reported moderate to high satisfaction levels, especially in service consistency, responsiveness, and courtesy. A significant positive correlation emerged between public servant competence and citizen satisfaction, suggesting that higher perceived competence is associated with increased public approval. Other aspects, like educational attainment and years of service, seemed to have a moderate influence as well. Therefore, the study points out the need to further develop competencies in creating trust and better public service outcomes. It recommends periodic enhancement training for each public servant, performance evaluations based on outcome standards, and policy changes hinged on community expectations. The recommendations gathered through this study would help promote ethical, responsive, and people-centered governance in Ormoc City and everywhere else. Keywords: public servants, citizen satisfaction, responsive governance, Local Government Units (LGUs), public service, transparent